Dear [redacted]
We thank you for contacting us and apologize for the inconvenience which has occurred.
After review of your account, I have confirmed the delivery was completed on April 9, 2015.
I understand your frustration and know...
that your time is valuable. We have been in contact with the manufacturer of this particular set since it was brought to our attention there was an error with the shipment.
We apologize this error was not caught sooner to prevent re-deliveries on your invoice. We are currently working on implementations in our warehouse to ensure that this does not occur in the future.
Should you need further assistance or have any additional questions please feel free to contact us directly at [redacted]
Sincerely,
[redacted]
Customer Care Manager
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.What do you consider "over a period of time?" We made the claim at 11 months after the delivery date. The "one time" repair was never explained either. We were told no matter how many times. Maybe some retraining of your salesmen is needed. For Jerome's to continue to keep [redacted] as their third party warranty company is bad for business. Just look them up on the Revdex.com. We will never refer any military families to buy from Jerome's.
Like I said before we have had other leather furniture, not from Jerome's, since 2005 that has not peeled yet. Over 11 years I would expect the "wear and tear" not 11 months. Your business practices are malicious and predatory! And the continental United States is 48 states not 50!Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to...
me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Thank you for reaching out to us. We apologize for the inconvenience which has occurred.
After review of your account, it appears we have ordered 2 parts. The first was ordered in August 2015 and...
installed in October 2015.
In December 2015 a 2nd technician was sent to inspect the backrest cushion with the broken zipper, which was reported as a new incident. The technician did determine the backrest would need to be replaced.
The backrest cover has been received and can be installed.
We can gladly have the technician inspect the merchandise when he installs the backrest cover to determine if there are additional issues going on with the merchandise in question.
Unfortunately we are unable to comply with your request for refund or replacement, however, we can gladly have the merchandise examined to see if there are any defects and go from there.
Should you wish to schedule the technician appointment, simply contact us at [redacted] We currently offer services in your area 7 days a week; the next available appointment is Monday February 22, 2016.
Please do not hesitate to contact us at the number listed above should you have any additional questions or concerns.
Thank you for providing us with the additional information
in regards to your claim.
We understand your
frustration, however, the only option we are able to provide is the offer of
reselection on the mattresses only with the 20% restocking fee.
We are only able to
extend this offer for an additional 7 days; expiring on February 1, 2017.
Unfortunately we are
unable to comply with your request partial refund.
Should you have any
additional questions or concerns, please do not hesitate to contact us at (866)
633-4094.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Dear [redacted]
Thank you for reaching out to us. We
apologize for any inconvenience which may have occurred.
After review of your
account, the table in question was delivered in November 2014.
The table has been in
the residence for over a year and...
unfortunately we are unable to offer any
options except ordering the part.
If this possibly would
have been reported within 30 days from the original delivery date, we may have
possibly been able to offer an alternative option in lieu of ordering the part.
We will contact the
manufacturer to see if there is a rush they can place on the base.
Once we have received
your part, we will contact you to schedule a convenient appointment for the
part to be installed.
Should you have any
additional questions or concerns, please do not hesitate to contact us at [redacted]
In regards to this
claim, our deliveries are completed by a 3rd party delivery company called
[redacted]
All property damage
claims...
have to be submitted through their company directly.
After review of the
claim, [redacted] spoke with the consumer the end of May and are currently awaiting
pictures of the property damage to be sent directly to their office.
The consumer can contact
us directly at [redacted] if they have already submitted the pictures and
additional information required to [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The action mentioned was false. I never received correspondence from the business by phone, mail, or Email.
I must initiate the contact and each time, I'm told two more weeks. This has now been more than 18 weeks and the only communication I received was from [redacted] back in February informing the part was ordered.Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I would like to get my warranty refund, the mattress protector refund and the mattress refund also, I don't want go through the warranty again because they are a headache.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.
There has been no mention of refunding our $129.00 for the furniture protection plan. And, until the part is received and confirmed by me, this issue will not be resolved. This is the 3rd time I've been told the part just arrived and you should have it soon. And it has taken 6 months to get to this point.
I ask that this complaint remain active until all issues have been addressed. We would not have gotten this far were it not for the intervention of the Revdex.com and I thank you for that.
For your reference, details of the offer I reviewed appear below.Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,[redacted] Jerome's did come to the house and said that they could see the defect-which they are now denying they saw-and yes they offered to fix the problem by stuffing more material into the back bolsters of this chair-sofa. However, we find this unacceptable because the chair-sofa was only one month old when this happened. It is uncomfortable to sit on and will only deteriorate more over time. From the beginning we asked them to take the chair-sofa back and they not only refused, but have only contacted me recently to discuss this dispute. On August 23rd, I was contacted by Jeromes to discuss problem. I again was told that I would be contacted--It is now the 28th of August and no one has contacted me regarding this dispute.
We apologize for the delay. Our system showed the refund was processed back to the [redacted] card on file; however, it looks like it was still pending in our system due to a glitch.
We have corrected the issue and the refund was processed as of today September 6, 2016.
The refund will show on your [redacted] card within the next 3-5 business days.
Please do not hesitate to contact us at (866) 633-4094 should you have any additional questions or concerns.
For this claim, the special order arrived in our warehouse and the consumer is being contacted directly to schedule a convenient delivery date.
The delivery fee was also refunded due to the inconvenience.
Should you have additional questions, please feel free to contact us at [redacted]...
In regards to this claim the consumer contact us directly and the merchandise is scheduled to be picked up on August 4, 2016.
Should you need further information, please do not hesitate to contact us at[redacted]
Sincerely,
Jerome's Furniture
Dear Mrs. [redacted], Thank you for the additional information.we apologize for the inconvenience. We can gladly send you a copy of our sales receipt which indicates our full warranty.We understand your frustration, however, we will be unable to provide additional service on the sofa. You still will have coverage for the wooden frame for a total of 5 years from the original delivery date.Should you have any additional questions or concerns, please do not hesitate to contact us at (866) 633-4094.Sincerely,Jerome's Furniture
In regards to this claim the consumer was contacted directly.
The offer for reselection is for equal pricing. Should the consumer wish to select something greater in pricing they would be responsible for the additional cost.
We did offer to assist the consumer and we were willing...
to provide a $240 discount off the set the consumer wished to reselect to but we are unable to offer the price difference of $740.
The consumer did end up exchanging the Power sofa and loveseat with the same set that was already in the residence.
The delivery occurred on April 8, 2015.
Should the consumer need additional assistance we can gladly be reached at [redacted]
Dear [redacted]
We thank you for contacting us and apologize for the inconvenience which has occurred.
After review of your account, I have confirmed the delivery was completed on April 9, 2015.
I understand your frustration and know...
that your time is valuable. We have been in contact with the manufacturer of this particular set since it was brought to our attention there was an error with the shipment.
We apologize this error was not caught sooner to prevent re-deliveries on your invoice. We are currently working on implementations in our warehouse to ensure that this does not occur in the future.
Should you need further assistance or have any additional questions please feel free to contact us directly at [redacted]
Sincerely,
[redacted]
Customer Care Manager
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.What do you consider "over a period of time?" We made the claim at 11 months after the delivery date. The "one time" repair was never explained either. We were told no matter how many times. Maybe some retraining of your salesmen is needed. For Jerome's to continue to keep [redacted] as their third party warranty company is bad for business. Just look them up on the Revdex.com. We will never refer any military families to buy from Jerome's.
Like I said before we have had other leather furniture, not from Jerome's, since 2005 that has not peeled yet. Over 11 years I would expect the "wear and tear" not 11 months. Your business practices are malicious and predatory! And the continental United States is 48 states not 50!Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to...
me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Dear [redacted]
Thank you for reaching out to us. We apologize for the inconvenience which has occurred.
After review of your account, it appears we have ordered 2 parts. The first was ordered in August 2015 and...
installed in October 2015.
In December 2015 a 2nd technician was sent to inspect the backrest cushion with the broken zipper, which was reported as a new incident. The technician did determine the backrest would need to be replaced.
The backrest cover has been received and can be installed.
We can gladly have the technician inspect the merchandise when he installs the backrest cover to determine if there are additional issues going on with the merchandise in question.
Unfortunately we are unable to comply with your request for refund or replacement, however, we can gladly have the merchandise examined to see if there are any defects and go from there.
Should you wish to schedule the technician appointment, simply contact us at [redacted] We currently offer services in your area 7 days a week; the next available appointment is Monday February 22, 2016.
Please do not hesitate to contact us at the number listed above should you have any additional questions or concerns.
Sincerely,
Jerome's Furniture Warehouse
Dear Mrs. [redacted],
Thank you for providing us with the additional information
in regards to your claim.
We understand your
frustration, however, the only option we are able to provide is the offer of
reselection on the mattresses only with the 20% restocking fee.
We are only able to
extend this offer for an additional 7 days; expiring on February 1, 2017.
Unfortunately we are
unable to comply with your request partial refund.
Should you have any
additional questions or concerns, please do not hesitate to contact us at (866)
633-4094.
Sincerely,
Jerome's Furniture
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
In regards to this claim, the customer contacted us directly and the claim was taken care of.
Sincerely,
Jerome's Furniture
Dear [redacted]
Thank you for reaching out to us. We
apologize for any inconvenience which may have occurred.
After review of your
account, the table in question was delivered in November 2014.
The table has been in
the residence for over a year and...
unfortunately we are unable to offer any
options except ordering the part.
If this possibly would
have been reported within 30 days from the original delivery date, we may have
possibly been able to offer an alternative option in lieu of ordering the part.
We will contact the
manufacturer to see if there is a rush they can place on the base.
Once we have received
your part, we will contact you to schedule a convenient appointment for the
part to be installed.
Should you have any
additional questions or concerns, please do not hesitate to contact us at [redacted]
Sincerely,
Jerome's Furniture
In regards to this
claim, our deliveries are completed by a 3rd party delivery company called
[redacted]
All property damage
claims...
have to be submitted through their company directly.
After review of the
claim, [redacted] spoke with the consumer the end of May and are currently awaiting
pictures of the property damage to be sent directly to their office.
The consumer can contact
us directly at [redacted] if they have already submitted the pictures and
additional information required to [redacted]
Sincerely,
[redacted]
Customer Care Manager
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The action mentioned was false. I never received correspondence from the business by phone, mail, or Email.
I must initiate the contact and each time, I'm told two more weeks. This has now been more than 18 weeks and the only communication I received was from [redacted] back in February informing the part was ordered.Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I would like to get my warranty refund, the mattress protector refund and the mattress refund also, I don't want go through the warranty again because they are a headache.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.
There has been no mention of refunding our $129.00 for the furniture protection plan. And, until the part is received and confirmed by me, this issue will not be resolved. This is the 3rd time I've been told the part just arrived and you should have it soon. And it has taken 6 months to get to this point.
I ask that this complaint remain active until all issues have been addressed. We would not have gotten this far were it not for the intervention of the Revdex.com and I thank you for that.
For your reference, details of the offer I reviewed appear below.Regards,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,[redacted] Jerome's did come to the house and said that they could see the defect-which they are now denying they saw-and yes they offered to fix the problem by stuffing more material into the back bolsters of this chair-sofa. However, we find this unacceptable because the chair-sofa was only one month old when this happened. It is uncomfortable to sit on and will only deteriorate more over time. From the beginning we asked them to take the chair-sofa back and they not only refused, but have only contacted me recently to discuss this dispute. On August 23rd, I was contacted by Jeromes to discuss problem. I again was told that I would be contacted--It is now the 28th of August and no one has contacted me regarding this dispute.
Dear [redacted]
We apologize for the delay. Our system showed the refund was processed back to the [redacted] card on file; however, it looks like it was still pending in our system due to a glitch.
We have corrected the issue and the refund was processed as of today September 6, 2016.
The refund will show on your [redacted] card within the next 3-5 business days.
Please do not hesitate to contact us at (866) 633-4094 should you have any additional questions or concerns.
Sincerely,
Jerome's Furniture
For this claim, the special order arrived in our warehouse and the consumer is being contacted directly to schedule a convenient delivery date.
The delivery fee was also refunded due to the inconvenience.
Should you have additional questions, please feel free to contact us at [redacted]...
[redacted]
Sincerely,
Jerome's Furniture
In regards to this claim the consumer contact us directly and the merchandise is scheduled to be picked up on August 4, 2016.
Should you need further information, please do not hesitate to contact us at[redacted]
Sincerely,
Jerome's Furniture
Dear Mrs. [redacted], Thank you for the additional information.we apologize for the inconvenience. We can gladly send you a copy of our sales receipt which indicates our full warranty.We understand your frustration, however, we will be unable to provide additional service on the sofa. You still will have coverage for the wooden frame for a total of 5 years from the original delivery date.Should you have any additional questions or concerns, please do not hesitate to contact us at (866) 633-4094.Sincerely,Jerome's Furniture
In regards to this claim the consumer was contacted directly.
The offer for reselection is for equal pricing. Should the consumer wish to select something greater in pricing they would be responsible for the additional cost.
We did offer to assist the consumer and we were willing...
to provide a $240 discount off the set the consumer wished to reselect to but we are unable to offer the price difference of $740.
The consumer did end up exchanging the Power sofa and loveseat with the same set that was already in the residence.
The delivery occurred on April 8, 2015.
Should the consumer need additional assistance we can gladly be reached at [redacted]
Sincerely,
[redacted]
Customer Care Manager